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ITIL 4 Foundation > Review > Flashcards

Review Flashcards

1
Q

Which ITIL guiding principle recommends using existing services, processes and tools when improving services?

A

Start where you are

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2
Q

Which practice has a purpose that includes ensuring that risks have been properly assessed?

A

Change control

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3
Q

When should a full risk assessment and authorization be carried out for a standard change?

A

When the procedure for the standard change is created

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4
Q

Which statement about emergency changes is CORRECT?

A

The assessment and authorization of emergency changes is expedited to ensure they can be implemented quickly

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5
Q

Which practice coordinates the classification, ownership and communication of service requests and incidents?

A

Service desk

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6
Q

What is warranty?

A

Assurance that a product or service will meet agreed requirements

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7
Q

Which is part of service provision?

A

The management of resources configured to deliver the service

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8
Q

Which statement about a `continual improvement register’ is CORRECT?

A

It should be re-prioritized as ideas are documented

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9
Q

What are ‘engage’, plan' and improve’ examples of?

A

Service value chain activities

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10
Q

Which statement about outcomes is CORRECT?

A

An outcome can be enabled by more than one output

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11
Q

Which statement about service desks is CORRECT?

A

The service desk should work in close collaboration with support and development teams

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12
Q

Which practice updates information relating to symptoms and business impact?

A

Incident management

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13
Q

Which is included in the purpose of the `design and transition’ value chain activity?

A

Continually meeting stakeholder expectations for costs

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14
Q

Which practice has a purpose to support the quality of the service by handling all agreed user initiated service requests?

A

Service request management

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15
Q

Which is NOT a component of the service value system?

A

The four dimensions of service management

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16
Q

Which statement about the steps to fulfill a service request is CORRECT?

A

They should be well-known and proven

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17
Q

What is defined as a cause, or potential cause, of one or more incidents?

A

Problem

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18
Q

Which guiding principle recommends eliminating activities that do not contribute to the creation of value?

A

Keep it simple and practical

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19
Q

When should the effectiveness of a problem workaround be assessed?

A

Whenever the workaround is used

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20
Q

A change is defined as the addition, modification, or removal of anything that could have a direct or
indirect effect on [?].

A

services

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21
Q

Which dimension considers how knowledge assets should be protected?

A

Information and technology

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22
Q

What is a means of enabling value co-creation by facilitating outcomes that customers want to
achieve, without the customer having to manage specific costs and risks?

A

A service

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23
Q

The management of information security incidents usually requires [?].

A

A separate process

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24
Q

What are the ITIL guiding principles used for?

A

To help an organization make good decisions

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25
Q

Which is the CORRECT approach for managing a large improvement initiative as smaller iterations?

A

Each iteration should be continually re-evaluated based on feedback

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26
Q

What is the purpose of the `deployment management’ practice?

A

To move new or changed components to live environments

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27
Q

Which is a service request?

A

Requesting information about how to create a document

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28
Q

The purpose of the supplier management practice is to ensure that the organization’s suppliers and
their [?] are managed appropriately to support the seamless provision of quality products and services.

A

performances

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29
Q

What is a recommendation of the `focus on value’ guiding principle?

A

Focus on value at every step of the improvement

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30
Q

Which guiding principle recommends standardizing and streamlining manual tasks?

A

Optimize and automate

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31
Q

Which describes a set of defined steps for implementing improvements?

A

The `continual improvement model’

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32
Q

Which is a key requirement for a successful service level agreement?

A

It should be simply written and easy to understand

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33
Q

When planning `continual improvement’, which approach for assessing the current state of a service is CORRECT?

A

An organization should always develop competencies in methodologies and techniques that will meet their needs

34
Q

How does a service consumer contribute to the reduction of disk?

A

By communicating constraints

35
Q

What helps diagnose and resolve a simple incident?

A

The use of scripts

36
Q

Which ITIL practice has a purpose that includes reducing the likelihood of incidents?

A

Problem management

37
Q

Which service level metrics are BEST for measuring user experience?

A

Metrics linked to defined outcomes

38
Q

What are the MOST important skills required by service desk staff?

A

Incident analysis skills

39
Q

TWO statements about an organization’s culture are CORRECT?

A
  1. It is created from shared values based on how it carries out its work
  2. It should be based on the objectives of the organization
40
Q

When should a change request be submitted to resolve a problem?

A

As soon as the analysis of cost, risks and benefits justifies the change

41
Q

Which guiding principle helps to ensure that better information is available for decision making?

A

Collaborate and promote visibility

42
Q

Which practice has a purpose that includes observing a service to report selected changes of state identified as events?

A

Monitoring and event management

43
Q

Which describes a standard change?

A

A change that is typically implemented as a service request

44
Q

How does information about problems and known errors contribute to ‘incident management’?

A

It enables quick and efficient diagnosis of incidents

45
Q

Which practice owns and manages issues, queries and requests from users?

A

Service desk

46
Q

What defines the requirements for a service and takes responsibility for the outcomes of service
consumption?

A

A customer

47
Q

Which stakeholders co-create value in a service relationship?

A

Consumer and provider

48
Q

Which describes normal changes?

A

Changes that need to be scheduled and assessed following a process

49
Q

What is the expected outcome from using a service value chain?

A

Value realization

50
Q

Which statement about outcomes is CORRECT?

A

Service providers help service consumers achieve outcomes

51
Q

Which skill is an essential part of the ‘service level management’ practice?

A

Listening

52
Q

What are the three phases of ‘problem management’?

A

Problem identification, problem control, error control

53
Q

Which is a purpose of the ‘engage’ value chain activity?

A

Providing transparency and good relationships

54
Q

The purpose of the service configuration management practice is to ensure that accurate and reliable information about the configuration of services, and the [?] that support them, is available when and where it is needed.

A

CIs

55
Q

What is described by the service value system?

A

How all the components and activities of the organization work together as a system to enable
value creation

56
Q

Which practice requires that staff demonstrate excellent customer service skills, such as empathy and emotional intelligence?

A

Service desk

57
Q

What is defined as any component that needs to be managed in order to deliver an IT service?

A

A configuration item (CI)

58
Q

Which guiding principle recommends using the minimum number of steps necessary to achieve an
objective?

A

Keep it simple and practical

59
Q

TWO statements about the ‘service request management’ practice are CORRECT?

A
  1. Service requests are part of normal service delivery

2. Complaints can be handled as service requests

60
Q

What is an IT asset?

A

Any financially valuable component that can contribute to delivery of an IT product or service

61
Q

Which dimension includes a workflow management system?

A

Value streams and processes

62
Q

A service is a means of enabling value co-creation by facilitating outcomes that customers want to
achieve, without the customer having to manage specific [?] and risks.

A

costs

63
Q

Which of these should be logged and managed as a problem?

A

Trend analysis shows a large number of similar incidents

64
Q

In which TWO situations should the ITIL guiding principles be considered?

A
  1. In every initiative

2. In relationships with all stakeholders

65
Q

Which guiding principle recommends coordinating all dimensions of service management?

A

Think and work holistically

66
Q

What is the purpose of the ‘relationship management’ practice?

A

To establish and nurture the links between the organization and its stakeholders

67
Q

How should the workflow for a new service request be designed?

A

Leverage existing workflows whenever possible

68
Q

What is the purpose of the ‘information security management1 practice?

A

To protect the information needed by the organization to conduct its business

69
Q

The use of [?] should support, not replace what is observed, when using the ‘start where you are1
guiding principle.

A

measurement

70
Q

How should automation be implemented?

A

By replacing human intervention wherever possible

71
Q

Which activity is part of the ‘continual improvement’ practice?

A

Identifying and logging opportunities

72
Q

Which competencies are required by the ‘service level management’ practice?

A

Business analysis and commercial management

73
Q

Which practice uses techniques such as SWOT analysis, balanced scorecard reviews, and maturity
assessments?

A

Continual improvement

74
Q

Which statement about costs is CORRECT?

A

Costs removed from the consumer are part of the value proposition

75
Q

What is typically needed to assign complex incidents to support groups?

A

The incident category

76
Q

Which practice has a purpose that includes aligning the organization’s practices and services with changing business needs?

A

Continual improvement

77
Q

A major incident has been closed, but there is a risk that it might happen again. How should this be
logged and managed?

A

As a problem

78
Q

What should be done to determine the appropriate metrics for measuring a new service?

A

Using operational data to provide detailed service reports

79
Q

Which dimension includes activities and workflows?

A

Value streams and processes

80
Q

What should be used to set user expectations for request fulfillment times?

A

The time needed to realistically deliver the service

ITIL 4 Foundation (1 decks)

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